ARAMEX

Senior Operations Leader (Express Operations) - Casablanca

Casablanca

CDI / Temps pleinSur siteLicence / Bac+3AnglaisOpérationsTransport / Logistique

L’essentiel du poste

Résumé par Postule AI

Senior operations leadership role at Aramex in Casablanca, Morocco, managing Express operations and organizing courier work. The role covers daily outbound scheduling, customer complaint handling, team KPIs and training, airport inbound and outbound operations with customs clearance, and strategic planning for the department. It requires a bachelor's degree, 4-6 years of Express operations experience, strong English, and leadership and coaching skills.

Vos missions

  • Manage Express operations and organize courier work, routes and daily outbound schedules, including substitutions and vacation coverage.
  • Handle customer incidents, complaints and urgent requests, coordinating with customer service, account management, CMT and Sales teams.
  • Lead the team by setting KPIs, running annual performance evaluations, identifying training needs and managing team costs within budget.
  • Oversee inbound and outbound operations at the station and airport, including shipment clearance and compliance with local customs regulations.
  • Set the department's strategic plans, drive continuous improvement and introduce new solutions based on specific customer needs.

Profil recherché

  • You have several years of Express or courier operations experience and understand clearance processes
  • You enjoy leading, coaching and developing team members
  • You can handle urgent customer requests and resolve repeated service failures effectively
  • You communicate fluently in English and are open to using additional languages

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Purpose of the Job

Manage Express operations and organize the work of couriers to keep operations running effectively and efficiently, while introducing new solutions that address specific industry needs.

Key Responsibilities

Operations and Routes

  • Manage the daily outbound schedules and look for alternative line haul solutions to improve transit time and cost
  • Organize the team and manage ground courier substitutions, including courier vacation planning for a balanced workload across all routes
  • Structure, organize and manage couriers and routes during regular working days
  • Provide feedback on route and load distributions to help ground operations supervisors update routes in the system
  • Monitor station inbound and outbound production
  • Manage inbound and outbound operations in line with standard procedures and quality of service standards
  • Manage the effective use of Aramex IT systems and scanner technology
  • Monitor Express supplies stock levels and effective usage

Customer and Client Management

  • Communicate and coordinate with customer account management teams on capability and job scheduling to ensure timely action for customers
  • Prepare, monitor and control client incidents and complaints with customer service and operations team members, ensuring timely response to the CMT and Sales
  • Handle customer complaints, special requests, and urgent collections or deliveries, including at unusual hours
  • Introduce new solutions driven by specific customer needs
  • Support the sales team by meeting clients to understand their demands and concerns from their perspective

Airport and Customs Clearance

  • Manage inbound and outbound operations at the airport to meet service expectations and quality standards
  • Handle and control the airport receiving process and monitor clearance to ensure compliance with local customs regulations
  • Follow up with the Hub on shipment clearance, system updates and consul recovering
  • Monitor system updates related to arrivals to ensure they meet quality-of-service standards

Team Leadership and Performance

  • Set KPIs and conduct annual performance evaluations for direct reports
  • Identify training needs and continuously improve team members' skills and capacity
  • Monitor department KPIs and identify points of improvement
  • Identify and resolve repetitive service failures and human errors, facilitating continuous improvement
  • Manage team-related costs and expenses according to the set budget
  • Handle special projects when needed

Strategy and Compliance

  • Set the strategic plans for the department
  • Communicate effectively with internal and external parties
  • Adhere to company HSSE, compliance and sustainability corporate policies

Requirements

  • Bachelor's degree in business administration, Human Resources or Finance
  • Strong English language skills required; additional languages preferred given the global nature of the role
  • 4-6 years' experience in Express operations
  • Thorough understanding of Express operations and clearance
  • Strong leadership, coaching and mentoring skills
  • Ability to analyze problems and think creatively to adapt proper solutions

Leadership Behaviors

Building Outstanding Teams, Setting a clear direction, Simplification, Collaborate and break silos, Execution and Accountability, Growth mindset, Innovation, Inclusion, External focus.

Skills

Interpersonal Skills, Team Collaboration, Adaptability, Resilience, Communication Skills, Problem Solving, Leadership Skills, Time Management, Decision Making, Negotiation Skills, Problem Solving and Critical Thinking.

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